Advice Column: Mobile Phones

As part of the Citizens Advice Exeter and The Express and Echo weekly advice column this week we focus on mobile phone contracts.

I recently signed a two year phone contract with a new network provider but the reception in my home is terrible. Is there any way I can get out of the contract, or have I just got to stick with it?

While a poor signal doesn’t give you a right to cancel your contract, you should be able to make a case to your phone company to end it.

If you bought your mobile online or over the phone within the last 14 days, you can cancel the contract without needing a reason by contacting your provider. But if you bought it in store or have had the phone for longer, you’ll need to ask to leave the contract.

Contact the company and explain the problem. They may give you a device which can boost your signal. If this doesn’t work, you can ask to terminate the contract. However they will usually ask you to pay an exit fee, which can be as much as the remaining cost of the contract.

Paying the exit fee could allow you to terminate the contract immediately, but if you don’t want to pay then make a complaint using their complaints procedure.

This can take time, but if you haven’t got a resolution after 8 weeks, ask an Alternative Dispute Resolution Service to intervene. An adjudicator will make a decision on releasing you from the contract.

The information contained in these articles does not constitute advice. Citizens Advice Exeter and The Express and Echo accept no liability for the information published. Citizens Advice Exeter is unable to respond to individual requests for advice through these columns. Copyright Citizens Advice. For the most up-to-date version, please visit the Citizens Advice website at www.citizensadvice.org.uk